User terminal, operator server, remote support method and user terminal program

ABSTRACT

Mutual remote support between users is easily facilitated without troublesome complicated user registration. For user terminals between which remote support is performed and each of which sets a call to be an originator of remote support, a user can use an appropriate supporter user terminal to enable the supporter user terminal to access a supportee user terminal to thereby facilitate setting manipulation and check device (or terminal) status with regard to not only the supportee user terminal but also a supportee device that is communicably connected to the supportee user terminal, by merely selecting the supportee device (or terminal) from an address book stored in the corresponding user terminal.

CROSS-REFERENCE TO RELATED APPLICATION

The present application claims priority to Japanese Patent ApplicationNo. 2012-231398 filed on Oct. 19, 2012, which is incorporated herein byreference as if reproduced in its entirety.

BACKGROUND OF THE INVENTION

The present invention relates to a user terminal, an operator server, aremote support method, and a user terminal program, remote support beingmutually performed between user terminals.

In recent years, a variety of services have been provided to users byconnecting a portable terminal, connected to a public line network, to aweb server or the like. Particularly, with the appearance of smartphones (high functional mobile phones), high level services that wereconventionally provided by a personal computer can be provided by themobile phone.

Instead of a server providing services, various functions are mounted ina smart phone itself. Thus, much time may be required for a user tobecome familiar with all mounted functions. For example, although afunction desired by a user is mounted in the smart phone, the user maybe unable to use the desired function if it is difficult to be fullyaware of a method for setting the function.

Accordingly, a user needs to fully understand setting manipulations andfunctions of the smart phone in order to maximize the utilizationefficiency of high level web services and high level functions of thesmart phone. Further, it is sometimes the case that a user who is notfamiliar with the manipulations of a terminal makes errors by deletingimportant setting information or making inappropriate settings wheninitially setting the terminal.

In view of the above, there is disclosed means for remotely setting auser terminal and/or enabling the user to be aware of the user terminalby performing remote support (remote maintenance) on the user terminal.For example, Japanese Patent Application Publication No. 2003-006062discloses means for enabling a server to obtain screen information ofeach client and the server to constantly display the screen informationas a list to thereby improve the support and monitoring efficiency ofthe clients.

Further, there is disclosed means for performing a remote manipulationby, e.g., enabling an operator (supporter) terminal to remotely log intoa supportee user terminal and sharing a real-time screen. Specifically,by successively transmitting a screen displayed on the user terminal tothe operator terminal and manipulating the operator terminal, it ispossible to perform input manipulation (remote manipulation) of the userterminal as if directly manipulating the user terminal. Japanese PatentApplication Publication No. 2011-034315 discloses a remote supportmethod using a mobile phone.

However, with the explosive dissemination of smart phones and personalcomputers, the number of users dealing with high-performance informationappliances has recently been increasing. Therefore, the number of userswith respect to one operator also increases, and thus the time and theservice quality that can be devoted to the support per user are expectedto deteriorate in inverse proportion to the number of users. Inaddition, since the operator can freely manipulate an individual devicethrough the remote support, users who are not familiar with informationappliances often feel a sense of possibly irrational crisis.

Recently, a system in which a customer serves not only as a serviceprovider but also as a service receiver has been developed beyond theconventional relationship that a company serves to provide a service anda customer receives the service. In such a system, it is possible tocreate values by facilitating service exchange between customers andenabling companies to prepare environments for facilitating the serviceexchange instead of providing services.

The present inventor has paid attention to the facts that the number ofservice providers are significantly increased by enabling users toreceive remote support from other users instead of a professionalcompany for providing remote support, and the sense of security of auser who receives remote support from another user can be improved interms of privacy or a decrease in risk of crime in the case that theuser providing the remote support is a member of his/her family, afriend, or the like.

When an operator remotely logs into a user terminal by manipulating anoperator terminal, an error may be generated into a device connected tothe user terminal in which the operator is logging, instead of the userterminal. For example, when a smart phone receiving remote support isconnected to a wireless LAN at home, it is necessary to set a serviceset identifier (SSID). To that end, it is required to check andmanipulate an SSID setting of a wireless router. However, even bylogging into the smart phone, it is difficult to check and/or manipulatethe SSID setting thereof.

Thus, the present inventor has focused on whether to check and/ormanipulate a device that is communicably connected to a supportee device(a smart phone in this example) by using the supportee device.

The present inventor has also attended to the point that manageabilitycan be improved by allowing a user serving as an operator to store eachsupportee device in a form associated with a corresponding user (owner)when remote support is performed between users. Further, the presentinventor has given attention to the fact that, when a desired one of thedevices that are communicably connected to terminals is supported asabove, an appropriate terminal that needs to be logged into isautomatically selected to thereby improve manageability.

Furthermore, the present inventor has paid attention to the point thatit is possible to simply provide customer-to-customer remote supportwithout a troublesome complicated user registration process by setting acall to be an originator of remote support in the case of a device, suchas a mobile phone, including a call function.

SUMMARY

In view of the above, the present invention provides a user terminal aremote support method, and a user terminal program. Specifically, foruser terminals between which remote support is performed and each ofwhich sets a call to be an originator of remote support, a user can usean appropriate supporter user terminal to enable the supporter userterminal to access a supportee user terminal to thereby facilitatesetting manipulation and check device (or terminal) status with regardto not only the supportee user terminal but also a supportee device thatis communicably connected to the supportee user terminal, by merelyselecting the supportee device (or terminal) from an address book storedin the corresponding user terminal.

The following means are provided in the present invention.

In accordance with a first aspect of the present invention, there isprovided a user terminal which includes a call function and iscommunicably connected to a different user terminal through a publicline network, one of the user terminals serving as a supportee terminalthat receives remote support from the other user terminal or serving asan operator (supporter) terminal that provides remote support to theother user terminal, including user terminal registering means forregistering information of at least one different user terminalperforming remote support, associated with information related to anowner of the different user terminal, in an address book; and remotesupport start means for starting the remote support with respect to theuser terminal based on the registered information and informationrelated to the user terminal serving as a call counterpart while thecall function is used.

According to the first aspect of the present invention, the userterminal which includes the call function and is communicably connectedto the different user terminal through the public line network, one ofthe user terminals serving as the supportee terminal that receivesremote support from the other user terminal or serving as the operator(supporter) terminal that provides remote support to the other userterminal, registers the information of at least one different userterminal performing remote support, associated with the informationrelated to the owner of the different user terminal, in the addressbook; and starts the remote support with respect to the user terminalbased on the registered information and the information related to theuser terminal serving as the call counterpart while the call function isused.

Although the first aspect of the present invention is in a category ofuser terminal, the same actions and effects are obtained in categoriesof the remote support method and the user terminal program.

In accordance with a second aspect of the present invention, there isprovided the user terminal of the first aspect, when serving as thesupportee terminal, further including electronic device detecting meansfor detecting an electronic device that is connected to a local areanetwork to which the user terminal is connected; electronic devicedetermining means for determining device type information of thedetected electronic device; and operator assisting means forfacilitating one of checking of device status and setting manipulationof the electronic device and, when serving as the operator terminal,further including electronic device registering means for registeringthe determined device type information of the detected electronicdevice, associated with information related to an owner of the supporteeterminal, in the address book; user terminal selecting means forselecting the electronic device registered by the electronic deviceregistering means from the address book to start communications with theuser terminal detecting the electronic device as the supportee terminal;and electronic device support means for performing one of checking ofdevice status and setting manipulation of the selected electronic deviceby using the operator assisting means of the user terminal starting thecommunications by the user terminal selecting means.

According to the second aspect of the present invention, the userterminal of the first aspect, when serving as the supportee terminal,detects the electronic device that is connected to the local areanetwork to which the user terminal is connected; determines the devicetype information of the detected electronic device; and facilitates oneof checking of device status and setting manipulation of the electronicdevice and, when serving as the operator terminal, registers thedetermined device type information of the detected electronic device,associated with information related to the owner of the supporteeterminal, in the address book; selects the registered electronic devicefrom the address book to start communications with the user terminaldetecting the electronic device as the supportee terminal; and performsone of checking of device status and setting manipulation of theselected electronic device by using the operator assisting means of theuser terminal starting the communications by the user terminal selectingmeans.

In accordance with a third aspect of the present invention, there isprovided a remote support method which includes a call function and iscommunicably connected to a different user terminal through a publicline network, one of the user terminals serving as a supportee terminalthat receives remote support from the other user terminal or serving asan operator (supporter) terminal that provides remote support to theother user terminal, including registering information of at least onedifferent user terminal performing remote support, associated withinformation related to an owner of the different user terminal, in anaddress book; and starting the remote support with respect to the userterminal based on the registered information and information related tothe user terminal serving as a call counterpart while the call functionis used.

In accordance with a ninth aspect of the present invention, there isprovided a user terminal program which is executed by a user terminalthat is communicably connected to an operator server, and iscommunicably connected to a different user terminal through a publicline network, one of the user terminals serving as a supportee terminalthat receives remote support from the other user terminal or serving asan operator (supporter) terminal that provides remote support to theother user terminal, including registering information of at least onedifferent user terminal performing remote support, associated withinformation related to an owner of the different user terminal, in anaddress book; and starting the remote support with respect to the userterminal based on the registered information and information related tothe user terminal serving as a call counterpart while the call functionis used

In accordance with the aspects of the present invention, it is possibleto provide a user terminal, an operator server, a remote support method,and a user terminal program. Specifically, as for user terminals betweenwhich remote support is performed and each of which sets a call to be anoriginator of remote support, a user can use an appropriate supporteruser terminal to enable the supporter user terminal to access asupportee user terminal to thereby facilitate setting manipulation andcheck device (or terminal) status with regard to not only the supporteeuser terminal but also a supportee device that is communicably connectedto the supportee user terminal, by merely selecting the supportee device(or terminal) from an address book stored in the corresponding userterminal.

BRIEF DESCRIPTION OF DRAWINGS

FIG. 1 shows an outline of a remote support system 1;

FIG. 2 shows an overall structure of the remote support system 1;

FIG. 3 is a functional block diagram showing an operator server 200, auser terminal 10 and a user terminal 150;

FIG. 4 is a flowchart showing how a remote support process is performedby the operator server 200, the user terminal 10 and the user terminal150;

FIG. 5 is a flowchart showing how a remote support terminal identifyingprocess is performed by the operator server 200 and the user terminal10;

FIG. 6 is a flowchart showing how an electronic device registeringprocess is performed by the user terminal 10 and the user terminal 150;

FIG. 7 shows an example of a screen of the user terminal 150 fordisplaying an address book;

FIG. 8 shows an example of a screen for selecting a device to performremote support from the address book, displayed on the user terminal150;

FIG. 9 shows a network map screen displayed on the user terminal 150;

FIG. 10 shows a network map screen for indicating device information,displayed on the user terminal 150;

FIG. 11 shows a setting page address list stored in the operator server200;

FIG. 12 is a flowchart showing how a setting page acquiring process isperformed by the operator server 200, the user terminal 10, and anelectronic device 50;

FIG. 13 is an example of an address book list; and

FIG. 14 is an example of a user terminal management table in a userterminal management database 250 for managing information of a userterminal, included in the operator server 200.

DETAILED DESCRIPTION

Hereinafter, an embodiment of the present invention will be describedwith reference to the accompanying drawings. This embodiment is merelyan example, and the technical scope of the present invention is notlimited thereto.

[Outline Of Remote Support System 1]

FIG. 1 shows an outline of a remote support system 1 in accordance withan exemplary embodiment of the present invention. Based on FIG. 1, theoutline of the remote support system 1 will be described as follows.

First, a user terminal 150 acquires information related to whether ornot each user terminal serving as a call counterpart can perform remotesupport, from a user terminal management database 250 included in anoperator server 200 (step S101). This information may be sequentiallyinquired in a peer-to-peer mode.

The user terminal 150 inputs a phone number to start to be connected onthe phone to a user who starts to perform remote support (step S102).Typically, the input of the phone number is performed by selecting atarget terminal from an address book thereof. In the case of inputting aphone number that is not registered in the address book, it is necessaryto acquire information related to a counterpart terminal (user terminal10) by, e.g., using the operator server 200. A call connection may beperformed at a first time for other purposes than remote support, and itmay be determined to start the remote support in the middle of the callconnection.

Here, the address book stores user information such as a phone number,an address, a birthdate, an e-mail address and the like, deviceinformation of the user, and device status related to whether or not adevice of the user can perform remote support.

Next, the user terminal 150 transmits a call signal to the user terminal10 to start to be connected on the phone to the user terminal 10 (stepS103). After the user terminals 10 and 150 is connected to each other onthe phone, the remote support starts according to a request from one ofthe user terminals 10 and 150 (step S104).

Specifically, one of the user terminal 10 and 150 acquires a phonenumber of the call counterpart and obtain terminal information of thecall counterpart by comparing it with information of the address book,to thereby start the remote support.

In the meantime, only direct friends and acquaintances are typicallyregistered in the address book. However, a recommended operator list maybe received from the operator server 200 and added to the address bookto recommend indirect persons who are not the direct friends andacquaintances, e.g., operators pertaining to developers of the userterminal 10 and/or individual operators who run individual businesses.In order to make a call connection between indirect persons, one of themmay need to know a phone number of a counterpart. Accordingly, a userwho knows a phone number of the counterpart may be connected on thephone to a counterpart without notifying his/her phone number of thecounterpart. Further, an advertisement display region may be provided inthe address book serving as the originator of remote support.

In addition, users' behaviors that harm the interests of others, forexample, the behavior of a user who excessively transmits a remotesupport start request to other users without any reason are determinedto be “spam,” and the use of the remote support system 1 is inhibited.In the address book, the user is represented as “x.” A user terminalmanagement database 250, as shown in FIG. 14, includes two items of“application installation state” and “compliance information.” Only whenboth of the items of “application installation state” and “complianceinformation” are represented as “◯,” the remote support can beperformed. Typically, when a user is added into the address book, the“application installation state” is represented as “x” and the“compliance information” is represented as “◯.” In the case of a spambehavior, after the application is installed, the “applicationinstallation state” is represented as “◯” and the “complianceinformation” is represented as “x.”

Further, users can more smoothly perform the remote support with regardto each other by freely registering a comment related to whether theremote support can be currently performed or not due to being busy, andthe like.

After the remote support is started, the user terminal 150 can performthe remote support with regard to not only the user terminal 10 but alsoan electronic device 50 that is communicably connected to the userterminal 10. Here, the remote support may be directly transmitted in apeer to peer mode without using the operator server 200.

The above mentioned sequences have been described in the case that theuser terminal 150 serves as the originator. This is also true in thecase that the user terminal 10 serves as the originator by the symmetricproperty. Further, the phone number is used as information for a callconnection service in the above. However, the call connection servicemay be provided through the internet. In this case, other informationfor identifying a user, such as an account name, than the phone numbermay be used.

The outline of the remote support system 1 has been described so far.

[System Structure Of Remote Support System 1]

FIG. 2 shows a system structure of the remote support system 1 inaccordance with the exemplary embodiment of the present invention. Theremote support system 1 includes the user terminal 10; electronicdevices 50 a, 50 b and 50 c (collectively referred to as 50); theoperator server 200; a public line network 3 (e.g., Internet network,third or fourth generation communications network, or the like); and theuser terminal 150.

The user terminal 10 is communicably connected to the operator server200 through the public line network 3. Each of the electronic devices 50are connected to the user terminal 10 through a local area network(LAN). The user terminal 10 is connected to the operator server 200 orthe user terminal 150 through the public line network 3. The userterminal 150 may be connected to the operator server 200 through the LANor the public line network 3. The communications can be performedthrough a wire or in a wireless way in the remote support system 1. Theuser terminal 10 may perform the communications through a network devicesuch as a router in order to be connected to the public line network 3.

The user terminal 10 is a general information terminal for providing orreceiving the remote support and specifically, an information applianceor an electronic device including the following functions. The userterminal 10 includes, e.g., a major appliance (or a white good) such asa refrigerator or a washing machine, a general information appliancesuch as a telephone, a netbook terminal, a slate terminal, an electronicbook terminal, an electronic dictionary terminal, a portable musicplayer and a portable contents recording and playback player, and thelike, in addition to a mobile phone, a smart phone, a multi-functionalprinter, a television, a network device such as a router or a gateway,and a computer.

The electronic device 50 is an electronic device for home or businessuse, which can performs data communication, and includes, e.g., anelectronic information appliance such as a portable phone, a portableinformation terminal, a network terminal, a slate terminal, anelectronic dictionary terminal, a portable music player, an audiocomponent, a content recording and playback player, a printer, a faxmachine, a copy machine, a scanner, and an MFP (multi-functionalperipheral device or multi-functional printer), a major appliance (orwhite good) such as a refrigerator, a washing machine, a dishwasher, anelectric fan, an air conditioner, an electric stove, a cooker, and amicrowave, electric lighting, a server, a router, a gateway, a NAS(network attached storage), and the like, in addition to a personalcomputer 50 c, a television 50 b, a telephone, and a computer.

Similar to the user terminal 10, the user terminal 150 is a generalinformation terminal including the following functions. That is, theuser terminal 150 has the same functions as those of the user terminal10. In the present embodiment, the user terminals 10 and 150 aremanipulated by different users.

The operator server 200 serves to manage the user terminals 10 and 150,and relay data processing in the remote support and perform variousprocesses. In the present embodiment, the two user terminals 10 and 150are managed by the operator server 200, but the number of user terminalsthat can be managed by the operator server 200 may have no actual upperlimit.

[Functions]

FIG. 3 is a functional block diagram showing the operator server 200,the user terminal 10, and the user terminal 150, and relationshipstherebetween. Here, an overall functional block diagram of the userterminals 10 and 150 is obtained by integrally combining the functionalblock diagrams of the user terminals 10 and 150. Specifically, thefunctional block diagram of the user terminal 10 shows functions of asupportee terminal that receives the remote support, and the functionalblock diagram of the user terminal 150 shows functions of an operator(supporter) terminal that provides the remote support. However, althoughnot shown, the user terminal 10 further includes the functions of theoperator terminal. Similarly, although not shown, the user terminal 150further includes the functions of the supportee terminal.

Each of the user terminals 10 and 150 includes a control unit formed ofa CPU (central processing unit), a RAM (random access memory), a ROM(read only memory), and the like; a communications unit, e.g., a WIFI(wireless fidelity) device conforming to IEEE802.11 or a wireless deviceconforming to the IMT-2000 standard, such as a third generation mobilecommunication system; and the like (a LAN connection using a wire ispossible).

Each of the user terminals 10 and 150 further includes an input andoutput unit formed of, e.g., a display unit, for outputting anddisplaying data and/or images controlled by the control unit; a touchpanel, a keyboard, and a mouse for receiving input from a user or anoperator; and the like, and a storage unit such as a data storage formedof a hard disk or a semiconductor memory. In the user terminals 10 and150, the address book to be described later is provided in the storageunit, the address book storing each supportee device, associated withthe corresponding user.

In the user terminals 10 and 150, as the control unit reads apredetermined program and cooperates with the communications unit, theinput and output unit, and the storage unit, an electronic device accessmodule 13, a remote support module 15, and an address book operationmodule 154 are realized. The electronic device access module 13 includesan electronic device detecting module 11 for detecting the electronicdevice 50 that is communicably connected thereto and an electronicdevice determining module 12 for determining the detected electronicdevice 50. The remote support module 15 includes an operator assistingmodule 16 for assisting the manipulation of an operator, a remotesupport start module 17 for starting the remote support, a user terminalselecting module 18 for selecting and accessing an appropriate logged-interminal when the electronic device 50 receives the remote support, andan electronic device support module 19 for providing the remote supportto the electronic device 50. The address book operation module 154includes a user terminal registering module 151 for storing eachsupportee terminal, associated with the corresponding owner, and anelectronic registering module 152 for storing each supportee device,associated with the corresponding owner.

Similarly, each of the electronic devices 50 includes a control unitformed of a CPU, a RAM, a ROM, and the like; a communications unit,e.g., a WIFI device conforming to IEEE802.11 or a wireless deviceconforming to the IMT-2000 standard, such as a third generation mobilecommunication system; and the like (a LAN connection using a wire ispossible). Further, each of the electronic devices 50 includes a storageunit such as a data storage formed of a hard disk or a semiconductormemory.

Furthermore, each of the electronic devices 50 may include an input andoutput unit formed of, e.g., a display unit, for outputting anddisplaying data and/or images controlled by the control unit; a touchpanel, a keyboard, and a mouse for receiving input from a user or anoperator; and the like.

In the electronic devices 50, as the control unit reads a predeterminedprogram and cooperates with the communications unit, the input andoutput unit and the storage unit, a response module 51 for replying to apacket transmitted from the user terminal 10, a setting page providingmodule 52 for providing a setting page to be described later, a devicestatus transmitting module 53 for transmitting a device status of theelectronic device 50 to the user terminal 10 and a program executingmodule 54 for executing a predetermining program are realized.

Similar, the operator server 200 includes a control unit formed of aCPU, a RAM, a ROM, and the like; a communications unit, e.g., a WIFIdevice conforming to IEEE802.11 (a LAN connection using a wire ispossible). Further, the operator server 200 includes a storage unit suchas a data storage formed of a hard disk or a semiconductor memory.Similar to the user terminals 10 and 150, in the operator server 200,the address book to be described later is provided in the storage unit,the address book storing each supportee device, associated with thecorresponding user. In addition, in the operator server 200, the userterminal management database 250 is provided in the storage unit.

As the control unit of the operator server 200 reads a predeterminedprogram and cooperates with the communications unit and the storageunit, a remote support module 201 for enabling an operator to providethe remote support by using the user terminal 150 is realized. Theremote support module 201 includes a setting manipulation receivingmodule 202 for receiving a manipulation from the user terminal 150, anetwork map generating module 203 for generating a network map of a LANto which the user terminal 10 is connected, a setting page displaymodule 204 for displaying a setting page to be described later, asupporter/supportee terminal identifying module 205 for identifying asupporter/supportee terminal to perform the remote support, and anaddress book storing module 206 for storing contents of the address bookin the storage unit.

[Remote Support Process]

FIG. 4 is a flowchart showing how a remote support process is performedby the operator server 200, the user terminal 10, and the user terminal150. Steps to be executed by the aforementioned modules of each unitwill be described together in the present process.

First, the remote support module 15 of the user terminal 150 determineswhether or not to be connected to a counterpart terminal performingremote support (step S01). In the case that there is no counterpartterminal performing remote support (step S01: “No”), the process loopsin step S01. While the terminals are connected to each other on thephone, the remote support can be performed. Accordingly, the processgoes to a next step.

The remote support module 15 transmits a remote support start request tothe remote support server 200 or the user terminal 10 at an appropriatetiming or by receiving an input from a user (step S02).

FIG. 14 is an example of a user terminal management table in the userterminal management database 250 for managing information of the userterminal, included in the operator server 200. The user terminalmanagement table stores “phone number” of each terminal, “applicationinstallation state” and “compliance information.” The complianceinformation is a check list for checking whether or not a nuisance is tobe caused, e.g., getting into mischief or sending spam. When a user isdetermined as being unqualified, the corresponding complianceinformation is represented as “x,” and the use of the remote supportsystem 1 is inhibited. In the user terminal management table of thepresent embodiment, an owner is identified by combining terminal dataand the address book without dealing with information related to ownersby using the terminal data only.

FIG. 7 shows an example of a screen of the user terminal 150 fordisplaying the address book. For example, on a first row of the addressbook, the name of a user capable of performing remote support, a remotesupport status 100, and a comment 101 are displayed. A call start button102 corresponding to the user is also displayed to transmit a callingsignal to the user. In the case that it is difficult to perform theremote support due to, e.g., the compliance information of a user who isnot capable of performing remote support, a remote support status 103represented as “x” is displayed. Accordingly, although a call connectionis performed by pushing the call start button 102, it is difficult tostart the remote support in the middle of the call connection. Further,when a necessary application is not installed in a terminal of a user, aremote support status 105 represented as “Δ” is displayed. The addressbook further includes a recommended user 106 transmitted from theoperator server 200, and an advertisement display region 107 is providedon the screen.

FIG. 8 shows an example of a screen for selecting a device to performremote support from the address book, displayed on the user terminal150. After a user is selected, information of each device associatedwith user information 90 is stored, and a device possessed by the userrepresented by the corresponding user information 90 is expressed as anicon 92 and listed with a corresponding device ID as shown on, e.g.,rows 91 a to 91 d of the screen. The owner of the user terminal 150serving as an operator pushes a call start button 94 displayed on a rowof the screen on which a desired one of the listed devices is displayedby using a touch panel or a mouse to thereby transmit a call signal tothe desired device.

In order for the listed devices to be displayed on the screen asdescribed above, the listed devices need to be registered in the addressbook in advance. Actual examples of the originator of such remotesupport may include a family member or a friend requested through aphone, an e-mail, a face-to-face negotiation or the like, a userrequested through a community on the Internet such as a socialnetworking site or a bulletin board, an operator recommended by theoperator server 200, and the like.

First, a remote support terminal identifying process is performed. Here,the case that the support/supportee terminal identifying module 205 ofthe operator server identifies the user terminal 10 as a supporteeterminal and the user terminal 150 as an operator (supporter) terminalwill be described.

[Remote Support Terminal Identifying Process]

FIG. 5 is a flowchart showing how the remote support terminalidentifying process is performed by the operator server 200 and the userterminal 10. Steps to be executed by the aforementioned modules of eachunit will be described together in the present process.

First, the remote support module 15 of the user terminal 150 transmitsthe remote support request to the operator server (step S41). Here, theremote support start request includes information for identifying acounterpart terminal (user terminal 10) performing remote support, suchas a phone number. The remote support module 201 of the operator 200receives the remote support start request (step S42).

The remote support module 201 reads the information included in thereceived remote support start request to identify the user terminal 150as the operator (supporter) terminal for providing the remote supportand the user terminal 10 as the supportee terminal for receiving theremote support and acquire information related to the user terminal 10(step S43). The information related to the user terminal 10 includesinformation related to an owner of the user terminal 10.

Next, the operator server 200 enables the two user terminals 10 to becommunicably connected to each other by allowing the user terminal 150to log into the user terminal 10. Here, screen information displayed ona display unit of the user terminal 10 may be transmitted in such a wayas to be visible to the naked eye and/or to be remotely manipulatedthrough the user terminal 150, as in the general remote manipulationfrom the operator by the remote login to the terminal.

Finally, when the user terminal 10 is not registered in the userterminal 150, the user terminal registering module 151 of the userterminal 150 receives the information related to the owner of the userterminal 10 from the operator server 200 to register, in the addressbook, the information related to the user terminal 10 and theinformation related to the owner, to be associated with each other (stepS45). As such, it is possible to quickly start the remote support withrespect to the user terminal 10 by merely selecting the user terminal 10from the address book from a next time.

FIG. 13 is an example of an address book list showing an address book ina list form. The address book list includes owner information, userterminal information, electronic device information to be describedlater, IP address, and phone number, to be associated with each other.The address book list may display “null” to represent “no data.” Such anaddress book may be registered in a file form or in such a form as to beadded into the factory default address book of the user terminal 150.

Further, the address book may be managed by a server in order to preparefor the case of a breakdown of the terminal or being used by anotherterminal. The address book storing module 206 of the operator server 200may store the address book in the storage unit of the operator server200 whenever the registration in the address book is performed in stepS45 or instead of the registration of the address book. In this case,the address book can be operated as if the address book stored in theuser terminal 150 is operated by transmitting data of the address bookto the user terminal 150 according to the request of the user terminal150.

The sequence of the remote support terminal identifying process has beendescribed so far. This process is especially effective when the operatorserver 200 collectively manages the user terminal information. In thecase that the user terminal 150 can access the user terminal 10 in thepeer-to-peer mode, for example, the registration of the address book iscompleted, it is not necessary to perform the remote support terminalidentifying process.

Even by the aforementioned steps, the user terminal 150 can perform theremote support on the user terminal 10. For example, support informationis displayed on the display unit of the user terminal 150. Specifically,as the user of the user terminal 10 performs the user registration inadvance, client information is outputted and the screen informationdisplayed on the display unit of the user terminal 10 is displayed onthe display unit of the user terminal 150.

However, when an operator supports the user terminal 10, a problem maybe caused by an electronic device 50 that is communicably connected tothe user terminal 10. For example, the user terminal 10 may not be ableto access the Internet since a problem exists not in the communicationsetting of the user terminal 10 but in the setting of a router 50 aserving as the electronic device 50. Hereinafter, the case of a checkinginstruction of the electronic device 50 instead of the logged-in userterminal 10 will be described.

Here, the checking instruction is an instruction received from anoperator to check information related to the electronic device 50 thatis communicably connected to the user terminal 10. As an example of thechecking instruction, a checking instruction of a network map includingthe electronic device 50 may be used. Further, the checking instructionof the electronic device 50 may be received without the limitation tothe checking instruction of a network map including the electronicdevice 50.

Returning to FIG. 4, the remote support module 15 of the user terminal150 determines whether the electronic device 50 as the target to bechecked by the checking instruction is pre or un-registered in theaddress book. When the electronic device 50 is unregistered (step S04:“Yes”), the process proceeds to step S05. In this case, the checkinginstruction may pertain to the type of the electronic device 50connected to the user terminal 10, instead of the details of theelectronic device 50. Contrarily, when the electronic device 50 ispreregistered (step S04: “No”), the process goes to step S09 withoutperforming next steps. Hereinafter, step S05 and the following stepswill be described.

The remote support module 201 of the operator server 200 sends anelectronic device detecting instruction to the electronic device accessmodule 13 of the user terminal 10 (step S05). The electronic devicedetecting instruction serves to allow the electronic device detectingmodule 11 of the user terminal 10 to detect the electronic device 50that is communicably connected to the user terminal 10 through the LAN.

The electronic device access module 13 of the user terminal 10 receivesthe electronic device detecting instruction from the operator server 200to perform an electronic device access process (step S06). Theelectronic device access process serves to allow the user terminal 10 tocheck device type information by transmitting and receiving apredetermining packet. The device type information is informationrelated to the type of device such as a model name and a manufacturername. In the electronic device access process, the process disclosed inJapanese Patent application Publication No. 2010-097587 for checking thetype of electronic device that is connected to a network by transmittingand receiving a packet is used. Then, the electronic device determiningmodule 12 of the user terminal 10 acquires the device type informationto perform a next process.

After the device type information is checked, the operator assistingmodule 16 of the user terminal 10 transmits the device type informationto the operator server 200 (step S07). In the case that device typeinformations are respectively checked with respect to a plurality ofelectronic devices 50, the respective device type informations aretransmitted.

The electronic device 50 corresponding to the checked device typeinformation is not registered in the address book. Accordingly, theelectronic device registering module 152 of the user terminal 150performs an electronic device registering process (step S08).

[Electronic Device Registering Process]

FIG. 6 is a flowchart showing how the electronic device registeringprocess is performed by the user terminal 10 and the user terminal 150.Steps to be executed by the aforementioned modules of each unit will bedescribed together in the present process. In the present embodiment,the communications between the user terminals 10 and 150 are relayed bythe remote support module 201 of the operator server 200. However, inthe case that no operator server is provided in the system, thecommunication between the user terminals may be directly performed.

First, the electronic device registering module 152 of the user terminal10 acquires device type information of a target electronic device 50 tobe registered (step S51). The device type information is transmitted instep S07 described above.

Next, the remote support module 15 of the user terminal 10 transmitsowner information related to an owner of the target electronic device 50(step S52), and the user terminal 150 receives the transmitted ownerinformation (step S53). Similarly, the user terminal 10 transmits userterminal information such as an IP address (step S54), and the userterminal 150 receives the transmitted user terminal information (stepS55).

As such, information update is performed by such transmission andreceipt. However, if not necessary, the user terminal 150 may use theinformation pre-stored in the address book or received in step S45 inthe remote support terminal identifying process.

Finally, the electronic device registering module 152 stores the typedevice information and the user terminal information, associated witheach other, to register information of the target electronic device 50in the address book (step S56). Accordingly, even when an operator or anowner of a supportee terminal does not recognize a terminal that needsto be logged in to support an electronic device, the operator or theowner can automatically select an appropriate user terminal. Thesequence of the electronic device registering process has been describedso far.

Next, the network map generating module 203 of the operator server 200generates a network map based on the device type informations (stepS09). In the operator server 200, icons for representing the electronicdevices in the network map (hereinafter, referred to as electronicdevice icons), associated with the device type informations, are storedin advance. Accordingly, the corresponding electronic device icons areextracted based on the device type informations to thereby generate thenetwork map. Further, the electronic devices 50 connected to the LAN arerepresented by using cycles or the like, and the electronic devices 50connected to the public line network 3 are represented by usingcloud-shaped icons or the like. The operator server 200 transmits thegenerated network map to the user terminal 150.

The remote support module 15 of the user terminal 150 receives anddisplays the transmitted network map (step S10). For example, thenetwork map is shown in FIG. 9. On a remote support window of the userterminal 150, a plurality of window tabs including, e.g., a supportinformation tab 61 and a network map tab 62 are displayed in such a wayas to be selectively displayed by the selection of the operator. In thenetwork map, electronic device icons 70 a to 70 d are displayed. Forexample, the router 50 a and device type information thereof arerespectively represented as “electronic device icon 70 a” and “NW-01.”Further, the user terminal 10 is displayed as an icon 80.

In addition, in the case that a plurality of independent LANs isprovided, the LANs are distinguished into, e.g., a first network of theicon 80 and a second network of an icon 81 as shown in FIG. 10. In thiscase, when a printer represented as an icon 70 d is a desired remotesupport target, it is necessary to selectively log in not the userterminal 10 represented as the icon 80 but a user terminal 10′represented as the icon 81. Such selection is performed by the userterminal selecting module 18 of the user terminal 150.

Further, as shown in FIG. 10, each device status of the electronicdevices 50 and the user terminals 10 and 10′ are displayed in thevicinity of the corresponding icons thereof on the network map. Thedevice status is information related to the corresponding device or userterminal, including, e.g., the status of a problem in the electronicdevice 50, the execution status of a program or the like, the progressof installation of a program, existence or non-existence of a settingpage to be described later, and brief information related to theelectronic device 50. In the setting page, a device status includes asetting state of the electronic device 50.

For example, it is sometimes difficult for the user terminal 10 to checkdevice type information even though the electronic device 50 isdetected. In this case, as shown in FIG. 9, an undetermined icon 72 isdisplayed at the electronic device icon 70 c to report a problem thatcorresponding device type information is difficult to check. Further,although it is difficult to check the device type information,information acquired from the electronic device 50 by a request packetis displayed as brief information. This brief information is displayedon the network map by using an icon 71 for indicating whether or not thebrief information exists, or the brief information itself is directlydisplayed on the network map.

Furthermore, the device status may be acquired by using the devicestatus transmitting module 53 serving as a program pre-installed in theelectronic device 50. The device status transmitting module 53 regularlyacquires the device status of the electronic device 50 to transmit it tothe user terminal 10.

In the meantime, as will be described later, in the case that thereexists a setting page corresponding to the electronic device 50, asetting page icon 73 is displayed on the network map. In addition, whena program is executed or installed in the electronic device 50, a graphindicating the execution or installation progress is displayed as anicon 74.

[Setting Page Acquiring Process]

Next, the operator server 200, the user terminal 10 and the electronicdevice 50 perform a setting page acquiring process (step S11).

The setting page is a web page, which is provided from the electronicdevice 50, capable of facilitating setting manipulation and checking ofthe device status of the electronic device 50. For example, the router50 a serves as a local web server to thereby allow another device tocheck the setting page of the router 50 a and perform input manipulationthereof.

Specifically, by inputting a URL or IP address which is provided as aprivate address by the router 50 a into a web browser of a computer 50 cthat is communicably connected to the router 50 a through the LAN, therouter 50 a detects the URL or IP address to display a setting page onthe web browser of the computer 50 c. A user can check the setting pageand perform an input manipulation of the setting page through the webbrowser. As will be described later, it is typically difficult toperform the checking or input manipulation of the setting page through adevice (having a global address only) that is connected to a pubic linenetwork.

First, referring to FIG. 12, the setting page display module 204 of theoperator server 200 searches a setting page address based on the devicetype information transmitted from the user terminal 10 by referring to asetting page address list shown in FIG. 11 (step S30). The setting pageaddress list is a list including device type information and a URL or IPaddress of the setting page, associated with each other. For example,when the device type information is “NW-01,” the IP address of thesetting page is “http://adminco.jp.”

In addition, as shown in FIG. 11, the setting page address list mayinclude the device type information, the URL or IP address of thesetting page, and an ID and password for the checking and inputmanipulation of the setting page, associated with each other. The ID andpassword, which are set in the electronic device 50 as a default, may bean ID and password provided to a manual or the like. By using this IDand password, a user can perform the checking and input manipulation ofthe setting page even when the user does know the ID and password.

Next, the manipulation receiving module 202 of the operator server 200transmits the IP address of the setting page to the user terminal 10. Atthis time, in the case that an ID and password are stored in the settingpage address list, the IP address of the setting page associated withthe ID and password is transmitted. In this case, a next step S31 isomitted.

In the case that the ID and password are stored in the setting pageaddress list, the setting page providing module 52 of the user terminal10 acquires the ID and password stored in the user terminal itself (stepS31). In this case, the ID and password are stored in the user terminal10 by the user.

The operator assisting module 16 of the user terminal 10 accesses theelectronic device 50 based on the received IP address of the settingpage (step S32). Accordingly, the setting page providing module 52 ofthe electronic device 50 serves as a web server to transmit the settingpage to the user terminal 10 (step S33). When receiving the settingpage, the user terminal 10 inputs the acquired ID and password to replyto the electronic device 50 and perform the log-in process of thesetting page.

Next, the user terminal 10 transmits the setting page to the operatorserver 200 by a proxy process (step S34). For example, the electronicdevice 50 is connected to the user terminal 10 through the LAN, and theelectronic device 50 and the user terminal 10 respectively have privateaddresses “192.168.1.1.” and “192.168.1.50.” Data of the setting page asdata A of a transmission source, i.e., the electronic device 50, istransmitted to the user terminal 10 by using the private addresses.

Meanwhile, the user terminal 10 and the operator server 200 areconnected to each other through the public line network 3 by usingglobal addresses. The user terminal 10 and the operator server 200respectively have global addresses “210.0.0.218” and “210.0.0.1.” Theuser terminal 10 changes the data A into data B and the transmissionsource to the user terminal 10 and transmits the data B to the operatorserver 200 by using the global addresses.

The operator server 200 receives the setting page by the proxy process(step S35), and transmits the setting page to the user terminal 150(step S36).

Returning to the remote support process of FIG. 4, the user terminal 150displays the received setting page (step S12). The displayed settingpage serves to facilitate the checking of the device status and theinput manipulation of the router 50 a. For example, in the case of therouter 50 a, it is possible to perform the input manipulation of therouter 50 a and check the device status thereof such as “setting statusof a wireless LAN access point,” “SSID setting status,” or the like.

As described above, the setting page can be checked by the proxy processperformed by the user terminal 10. However, the checking of the settingpage may be facilitated by a screen transmitting function that isrealized by the operator assisting module 16 of the user terminal 10.Specifically, in the case that the checking and the input manipulationof the setting page can also be performed in the user terminal 10, suchscreen information is transmitted to the operator server 200. Bytransmitting the screen information as data to the operator server 200,it is possible to effectively use such transmission of the screeninformation only, without allowing the user terminal 10 to display thesetting page, in order to check the setting page. Further, the inputmanipulation of the setting page can be facilitated by transmittinginput information from the user terminal to the electronic device 50through the user terminal 10.

Further, a program may be installed in the electronic device 50, or acommand for setting predetermined data may be received from the operatorserver 200 and executed by the electronic device 50 through the userterminal 10. In other words, the operator server 200 transmits apredetermined command to the electronic device 50 by receiving amanipulation for setting data or installing a predetermined program withrespect to the network map and the electronic device icons displayed onthe user terminal 150.

At this time, the operator server 200 may receive the program fromanother server or transmit a command for allowing the electronic device50 to download the program by itself. Further, the command for settingpredetermined data may be pre-stored in the operator server 200. Thecommand for setting predetermined data may be, e.g., a command forswitching between black/white printing and color printing when theelectronic device 50 is a printer.

In addition, a predetermined program may be installed in multipleelectronic devices 50 displayed on the network map by receiving acommand for designating the multiple electronic devices 50 from theoperator.

The above mentioned processes have been described in the case that theuser terminal 150 serves as the originator. This is also true in thecase that the user terminal 10 serves as the originator by the symmetricproperty.

The aforementioned means and functions are realized by reading andexecuting a predetermined program by a computer (including a CPU, aninformation processing apparatus, and various terminals). The program isrecorded in a computer-readable recording medium, e.g., a flexible disk,a CD (e.g., a CD-ROM or the like) and a DVD (e.g., a DVD-ROM, a DVD-RAM,or the like). In this case, the program is read from the recordingmedium by a computer and transmitted to an internal storage unit or anexternal storage unit to be stored and executed. Further, the programmay be pre-stored in a storage unit (recording medium) such as amagnetic disk, an optical disk, or an optical magnetic disk andtransmitted from the recording medium to a computer through acommunications line.

Hitherto, although the embodiment of the present invention has beendescribed, the present invention is not limited thereto. Further, theeffects described in the embodiment of the present invention are merelymost exemplary effects obtained from the present invention, but theeffects of the present invention are not limited to those specified inthe embodiment of the present invention.

What is claimed is:
 1. A user terminal which includes a call functionand is communicably connected to a different user terminal through apublic line network, one of the user terminals serving as a supporteeterminal that receives remote support from the other user terminal orserving as an operator (supporter) terminal that provides remote supportto the other user terminal, the user terminal comprising: a controllerconfigured to execute one or more modules comprising: a user terminalregistering module means-for registering information of at least onedifferent user terminal performing remote support, associated withinformation related to an owner of the different user terminal, in anaddress book; a remote support start module means for starting theremote support with respect to the user terminal based on the registeredinformation and information related to the user terminal serving as acall counterpart while the call function is used; wherein when servingas the operator terminal, the one or more modules further comprises: anelectronic device registering module for registering device typeinformation of an electronic device that is connected to a local areanetwork to which the different user terminal is connected, associatedwith information related to the owner of the different user terminal, inthe address book; and an user terminal selecting module for selectingthe electronic device registered by said electronic device registeringmodule from the address book to start communications with the differentuser terminal detecting the electronic device as the supportee terminal;and an electronic device support module for performing one of checkingof device status and setting manipulation of the selected electronicdevice.
 2. The user terminal of claim 1, wherein when serving as thesupportee terminal, the one or more modules further comprises: anelectronic device detecting module for detecting an electronic devicethat is connected to a local area network to which the user terminal isconnected; an electronic device determining module for determiningdevice type information of the detected electronic device; and anoperator assisting module for facilitating one of checking of devicestatus and setting manipulation of the electronic device, and whenserving as the operator terminal, the one or more modules furthercomprises: an electronic device registering module for registering thedetermined device type information of the detected electronic device,associated with information related to an owner of the supporteeterminal, in the address book; an user terminal selecting module forselecting the electronic device registered by said electronic deviceregistering module from the address book to start communications withthe user terminal detecting the electronic device as the supporteeterminal; and an electronic device support module for performing one ofchecking of device status and setting manipulation of the selectedelectronic device by using said operator assisting module of the userterminal starting the communications by said user terminal selectingmodule.
 3. The user terminal of claim 1, further comprising: acommunication unit configured to receive information about a network mapof the different user terminal from an operator server, the network maprepresenting the different user terminal, at least one electronic devicethat is connected to a local area network to which the different userterminal is connected, and a network connection state between thedifferent user terminal and the at least one electronic device; and adisplay unit configured to display the network map.
 4. The user terminalof claim 3, wherein the one or more module further comprises anelectronic device support module for selecting an electronic device tobe checked by selecting a corresponding electronic device on the networkmap displayed on the display unit.
 5. A remote support method which isperformed by a user terminal that includes a call function and iscommunicably connected to a different user terminal through a publicline network, one of the user terminals serving as a supportee terminalthat receives remote support from the other user terminal or serving asan operator (supporter) terminal that provides remote support to theother user terminal, the remote support method comprising: registeringinformation of at least one different user terminal performing remotesupport, associated with information related to an owner of thedifferent user terminal, in an address book; starting the remote supportwith respect to the user terminal based on the registered informationand information related to the user terminal serving as a callcounterpart while the call function is used; when serving as theoperator terminal: registering device type information of an electronicdevice that is connected to a local area network to which the differentuser terminal is connected, associated with information related to theowner of the different user terminal, in the address book; and selectingthe electronic device registered by said electronic device registeringmodule from the address book to start communications with the differentuser terminal detecting the electronic device as the supportee terminal;and performing one of checking of device status and setting manipulationof the selected electronic device.
 6. The remote support method of claim5, further comprising: receiving information about a network map of thedifferent user terminal from an operator server, the network maprepresenting the different user terminal, at least one electronic devicethat is connected to a local area network to which the different userterminal is connected, and a network connection state between thedifferent user terminal and the at least one electronic device; anddisplaying the network map.
 7. The remote support method of claim 6,further comprising selecting an electronic device to be checked byselecting a corresponding electronic device on the network map displayedon the display unit.
 8. A non-transitory computer-readable recordingmedium that store a user terminal program which causes a user terminalto perform a remote support method, wherein, that-the user terminalincludes a call function and is communicably connected to a differentuser terminal through a public line network, one of the user terminalsserving as a supportee terminal that receives remote support from theother user terminal or serving as an operator (supporter) terminal thatprovides remote support to the other user terminal, ˜the remote supportmethod comprising: registering information of at least one differentuser terminal performing remote support, associated with informationrelated to an owner of the different user terminal, in an address book;starting the remote support with respect to the user terminal based onthe registered information and information related to the user terminalserving as a call counterpart while the call function is used; whereinthe remote support method further comprises, when serving as theoperator terminal: registering device type information of an electronicdevice that is connected to a local area network to which the differentuser terminal is connected, associated with information related to theowner of the different user terminal, in the address book; and selectingthe electronic device registered by said electronic device registeringmodule from the address book to start communications with the differentuser terminal detecting the electronic device as the supportee terminal;and performing one of checking of device status and setting manipulationof the selected electronic device.
 9. The recording medium of claim 8,wherein the remote support method further comprises: receivinginformation about a network map of the different user terminal from anoperator server, the network map representing the different userterminal, at least one electronic device that is connected to a localarea network to which the different user terminal is connected, and anetwork connection state between the different user terminal and the atleast one electronic device; and displaying the network map.
 10. Therecording medium of claim 9, wherein the remote support method furthercomprises selecting an electronic device to be checked by selecting acorresponding electronic device on the network map displayed on thedisplay unit.